CRM Key User

Job Locations US-NC-Charlotte
Posted Date 2 weeks ago(3/7/2018 12:28 PM)
Job ID
Regular Full-Time
# of Openings


The CRM Key User is responsible for managing the administration, training and maintenance of the CRM to drive operational excellence by maximizing the contact strategy. Working with internal and external stakeholders, this position will be responsible for identifying solutions to achieve productivity and performance objectives. This position will act as the business lead for the US market and work closely with our global and local IT groups.


  • Serve as a subject matter expert regarding CRM business processes and functionality including but not limited to custom report generation, user administration, and record management
  • Develops Service Level Agreements for CRM services and monitors performance against SLA
  • Work with developers in the resolution of production incidents as well as handling all service requests
  • Conduct functional testing of all system changes for US market
  • Working with IT, monitor overall system performance and communicate system changes, outages or planned maintenance windows
  • Create, deliver, and maintain documentation as necessary to ensure proper use of changed and newly implemented processes
  • Assist CRM Project Manager in status reporting and project milestone tracking
  • Assist in coordinating project activities and deliverables across other team members
  • Effectively plan and conduct transition activities of newly implemented functionality to target users
  • Provide direct support to end users
  • Document business requirements and collaborate with IT to ensure systems and processes are set up correctly
  • Lead and perform end user acceptance testing in support of business and functional processes
  • Create and monitor metrics and reporting to support service improvement initiatives
  • Create detailed reports and analyze key data trends
  • Monitor real-time lead distribution, status and dashboards
  • Lead virtual and in-person training as needed for onboarding, recurrent training, and meetings
  • Additional tasks as required


  • Undergraduate degree in business, management or related field
  • 3 - 5 years practical experience in CRM role
  • Previous experience with Microsoft Dynamics CRM or similar
  • Familiarity with ITIL / ITSM practices preferred
  • Excellent communication skills
  • Proficient in Microsoft Office Suite tools


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